Call Center Supervisor

UChicago Medicine AdventHealth is hiring a full-time Call Center Supervisor at its Hinsdale, Illinois location, supporting a healthcare contact center serving the Chicagoland and NW Indiana region. ### What you'll do - Supervise daily call center operations, monitoring service performance metrics including volumes, wait times, and abandonment rates - Coach and audit frontline staff to maintain accuracy standards and equip team members with necessary tools and training - Resolve direct consumer interactions during high-volume periods and manage escalations through to resolution - Serve as the primary point of contact for communications with other contact center functions - Oversee administrative duties and ensure team interactions and communications are documented and addressed appropriately - Provide regular written and verbal direction to employees on tasks, expectations, and process updates ### What we're looking for - High school diploma or equivalent required; Associate degree in Healthcare Administration, Business, or related field preferred - 3+ years of related experience required - 1+ year in a supervisory, team lead, or analyst role within a customer service environment preferred - Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and ability to master CRM, telephony, and EHR systems - Familiarity with KPIs and call center best practices, including budgetary and operational management - Clinical certification, registration, or licensure preferred; bilingual English/Spanish preferred ### What's included - Pay range: $48,495–$90,193 annually - Medical, dental, vision, life, and disability insurance from day one - Paid time off from day one and 4 weeks of 100% paid parental leave - 403(b) retirement plan - Career development resources and whole-person well-being support ### About the practice UChicago Medicine AdventHealth is a faith-based health system serving communities in the Chicago metropolitan area and northwest Indiana. The Hinsdale campus at 120 N. Oak Street operates as part of a larger network committed to integrated, patient-centered care. This role begins with five weeks of onsite training before transitioning to a remote schedule, Monday–Friday 9:30 am–6:00 pm with rotating Saturday morning shifts.